LogMeIn has rolled out new versions of its LogMeIn Rescue and BoldChat offerings to help customer care agents boost customer satisfaction through engagement, service, and support across multiple mobile and online channels.
New integration between LogMeIn Rescue, LogMeIn's flagship remote support offering, and BoldChat, LogMeIn's recently acquired live chat product line, allows agents to escalate customer interactions—anything from pre-sales service through post-sales support—through a single customer experience. The initial phase of integration, now complete, empowers customer care agents to initiate Rescue-based remote sessions directly from within the BoldChat agent interface. Chat sessions are transferred between BoldChat and Rescue, ensuring that while support cases are escalated, the customer's view and interaction are maintained through a single, unified chat interface.
The releases also include new collaborative capabilities in Rescue, giving customer care agents a secure and controlled means of bringing in outside experts to troubleshoot complex technical problems. Agents can decide when to bring in help and administrators can control who can be invited, by which agent, and how that external invitee can use Rescue in the session. LogMeIn Rescue simultaneously maintains a careful record of the entire activity, including any external involvement.
And new Web-based content integration capabilities in Rescue let technicians bring CRM, ticketing and product information directly into the remote support experience. Agents can now access any Web page, like FAQs, a knowledgebase, and even other Web-based software applications (e.g. CRM, ticketing, etc.) right from within the Rescue Technician Console. This means agents don't need to toggle between windows to access important information when in the middle of a support session. What's more, Rescue will also pass session-specific data from the Technician Console to the Web page.
"An increasing number of our clients—many of the world's largest customer care organizations—are moving beyond the cost-cutting and efficiency metrics to customer satisfaction as the primary measure of their customer care efforts. We believe that one of the best ways to deliver great customer service is to empower the customer care agent, to put the agent squarely at the center of the customer experience," said Kevin Bardos, vice president of customer care products at LogMeIn, in a statement. "The new releases of Rescue and BoldChat build on this premise by giving agents quick access to the tools and expertise they need to efficiently engage with their customers and solve even the most complex issues."
"Remote support and live chat are among our most important tools for delivering great customer support and service. By bringing the two together, our agents are in a great position to quickly escalate cases when needed to solve customer issues," said Aren Barge, manager of technical operations, SmartSupport at iS3, a PC performance and security software provider and LogMeIn customer. "The more we can do to empower our agents, the better service we can provide, and these new updates make that job even easier."